The front office staff is a nightmare. The PT folks do a good job, but navigating the incompetence of the administrative personnel is mind boggling. On an earlier referral several years ago, the front office staff kept scheduling appointments, without health insurance approval. I was notified that I owed them $600 for office visits that insurance wouldn't reimburse them for. I was dumb and figured that it was the insurance company's fault. I paid the bill and filed an appeal with the state of CA. The state ruled that FPT impropertly allowed appointments to happen without notifying me that insurance was not approved. They legally couldn't make appointments without insurance company approval. I should have sued them, but didn't. I received another referral to them from my health plan late last year. I told FPT that I would not be held individually responsible for payment if they don't follow state mandated protocols. The incompetent local administrator agreed to it over the phone, after speaking with one of her superiors at their corporate. When I showed up to fill out the paperwork for my first appointment, I reiterated that I would not be individually held responsible for their errors with regard to health insurance approval. The incompetent administrator for the office who had already said there would be no problem over the phone, reviewed my paperwork. She told me that there was now a problem if I would not accept responsability for their errors. Make a long story short, I got it ironed out after a half hour phone call with their corporate administrator from their waiting room. When the call was completed, the incompetent local administrator told me that because of the delay in being seen (because of her incompetentce and not following through as she had promised) my appointment had to be rescheduled. I wasted a good hour and a half of my time because she is incompetent. I am now going to All Star Physical Therapy where I have had exceptional PT work and the administrative staff is far more competent. If your health insurance plan refers you to FPT, please run yelling and screaming back to them and have the referral changed to All Star Physical Therapy. They are a block away and FAR easier to deal with. read more